JOB RESPONSIBILITIES

• Demonstrating the significance of their work in the context of local, national, and global trends that impact both their organization and industry


• Mining data from primary and secondary sources, then reorganizing said data in a format that can be easily read by either human or machine.


• Using statistical tools to interpret data sets, paying particular attention to trends and patterns that could be valuable for diagnostic and predictive analytics efforts.


• Preparing reports for executive leadership that effectively communicate trends, patterns, and predictions using relevant data.


• Work across support organization to standardize the definitions, and create shared access for the following areas: Performance reporting needs for Tier 1, Tier 2 & 3, Enablement reporting needs for Quality & Training, Automation & Deflection reporting needs for Technology & Help Center, WFM scheduling, forecasting, real time management.


• Work with Tier 2 & Tier 3 - Product performance reporting needs.

QUALIFICATION CRITERIA

• 3+ years’ experience working in analytics in a global support organization


• 3+ years’ experience collecting requirements & developing a reporting framework from the bottom up


• Knowledge of best practices for contact center reporting


• Prior experience with building central reporting based off Salesforce, Geneses and other contact center software


• 3+ years’ experience supporting ongoing business needs while maintaining long- term projects

JOB DESCTIPTION

• Strong understanding of statistical techniques such as correlation and regression.


• Deep knowledge and/or quick uptake in working with relational databases, database structures and data analysis.


• Thorough analytical (qualitative and quantitative) skills; ability to present analysis including trends and opportunities to clients and the business in writing and verbally.


• Ability to translate research into insights, informing projects with measurable impact on business, services and customer experience.